Senior Associate - Call Center Quality Assurance

Senior Associate - Call Center Quality Assurance

ConnectiveRx was formed in late 2015 by bringing together PSKW, pioneers in affordability solutions, and PDR, innovators in advanced adherence communications products. We continue to be the home of the PDR, trusted by healthcare professionals to deliver credible drug information for over 70 years. ConnectiveRx brings industry leadership from pharma services, e-prescribing network services, retail pharmacy and commercial payers to deliver affordability and adherence solutions excellence. We work with over 150 pharmaceutical manufacturers and serve hundreds of brands at all stages of the product lifecycle.

Our Customer Care Center in Whippany, NJ is expanding and we are looking to hire a seasoned Call Center Associate with strong Quality Assurance and Call Monitoring experience to help support that growth.

Reporting to the Senior Quality Analyst and supporting the Director of the Customer Care Center the ideal candidate will come from a customer care or call center environment providing Quality Analysis and Call Monitoring of the customer experience.

Being able monitor, assess, score and analyze the customer call experience and then summarize and report on performance metrics is essential.

Responsibilities and Duties

Ensure Quality Assurance programs support the Customer Center and embed a culture of empathy and exceptional customer service for care case management engagement.

Monitor telephone calls and other communications between The Customer and The Customer Care Center.

Analyze data, processes and workflows focusing on:

Customer experience based on voice of the customer (VOC)

Integrity of the payment process that includes adherence to established business rules.

Efficiency and effectiveness of the Customer Care Center processes and workflows.

High level of proficiency in collecting, organizing and analyzing data using Excel and Access.

3-5 years in Quality Assurance or Quality Auditing, preferably in a call center environment

Experience in pharmacy benefits and health care insurances a major plus. Medical billing background a plus.

ConnectiveRxhttps://connectiverx.hirecentric.com

Apply Now

You have javascript disabled on your browser. You will not be able to apply for this position without enabling javascript. If you need assistance with enabling javascript, please click here for assistance.